Why is FileWave Support referring me to Apple Enterprise?
What
In some FileWave support cases, we identify that part of the issue involves components specific to Apple products or services. Because Apple has visibility into those internal systems and behaviors that third parties cannot access, our support team may refer you to Apple's Enterprise Support at enterprise.apple.com to report the issue directly.
When/Why
You may be referred to Apple Enterprise Support when:
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FileWave has identified that the issue involves components of Apple hardware, software, or services.
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Collaboration between FileWave and Apple is required for resolution.
Engaging directly with Apple ensures they are fully aware of your issue's impact and urgency. Sharing your Apple Enterprise Support ticket information with FileWave enables our team to collaborate effectively with Apple on your behalf.
How
To properly escalate issues to Apple:
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Visit enterprise.apple.com.
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Open an official support ticket with Apple Enterprise Support.
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Provide detailed descriptions, relevant logs, screenshots, and clearly state the impact of the issue.
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After creating the ticket, share the Apple Enterprise Support ticket number with your FileWave support representative.
If you don't currently have Apple Enterprise Support:
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Check if your organization has an assigned Apple Systems Engineer (SE). In some cases, the SE is able to escalate the issue within Apple, but this is not always possible.
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Consider obtaining Apple Enterprise Support for direct official engagement.
Note: Apple Education Support and Apple Enterprise Support are distinct services. Only Apple Enterprise Support facilitates direct collaborative troubleshooting between Apple and FileWave Support.
Current Known Issues with Apple
The following table lists known issues currently under investigation by FileWave in collaboration with Apple. Please note that even if your issue is listed here, opening an Apple Enterprise Support case helps communicate customer impact more clearly to Apple.
| FileWave DSL Ticket | Description | Workarounds | Apple Enterprise Ticket | Status |
|---|---|---|---|---|
| DSL-1292 |
When attempting to re-enroll an Apple device previously associated with a DEP profile into FileWave, the device may bypass the expected Automated Device Enrollment (ADE) workflow, enrolling instead as an unmanaged device. |
Currently, the recommended workaround is to remove the device’s DEP association in FileWave, perform a DEP sync with Apple, then re-apply the DEP association within FileWave and perform an additional DEP sync. |
102529820471 | In Progress |
| DSL-1366 |
Clients stuck at Handled via MDM and require a reboot of the entire OS to successfully finish installing profiles |
Rebooting the client. | 102592078127 | In Progress |
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